Join My client's Team as a Service Desk Engineer

*** Please note that this role requires the service desk analysts to be on-site (in the Farringdon area) all five days a week, there is NO WORKING FROM HOME OR HYBRID WORKING, please do NOT apply if you are looking for either working from home or hybrid....the client requires on site presence, Monday to Friday ***

Are you a tech-savvy problem solver who thrives on delivering exceptional customer service?

Do you have a passion for troubleshooting, resolving issues, and ensuring users have a seamless IT experience?

If so, I have the perfect opportunity for you!

My client is looking for a driven and dedicated individual to join their dynamic team as a 1ST Line Service Desk Engineer. In this role, you’ll be the first point of contact for users seeking help with a variety of technologies.

You’ll have the chance to make a real impact, ensuring that incidents and requests are handled efficiently and professionally.

The role holder will triage tickets logged with the Service Desk, providing support and technical assistance to Users across a range of technologies.

This includes troubleshooting and resolving incidents, fulfilling requests within agreed service levels, escalating to other resolver groups and vendors where appropriate and ensuring the User is satisfied throughout the process.

Duties

Responding to customer incidents and requests logged via email, portal and phone.

Ensuring incidents and requests are resolved within SLA by either fixing the incident themselves or escalating to other resolver groups and vendors where required.
Ticket management of Incidents and Requests within the Service Management Tool ensuring with good quality updates at all times.
Focusing on the customer experience during all interactions with the Service Desk.
Continual Service Improvement.

Logging tickets from Users ensuring you have the minimum data set required to progress the ticket.
Triaging and assigning tickets (including those logged automatically via email/portal). This may involve contacting the User to gather further information.
Assigning/confirming the priority following initial assessment.
Managing the SLAs for tickets.
Ensuring the service management tool is always up to date and tickets have the correct status assigned.
Providing updates to customers on the progress of tickets
Issuing documented User guides where advice is requested from end Users
Customer Satisfaction calls

To be considered for this role you will need a minimum of 1 years’ experience in IT support

Excellent troubleshooting and communication skills
Good working knowledge of Windows 7/10, Microsoft Office applications, Active Directory (Creating user accounts, password resets etc.) Basic Exchange Knowledge
Understanding of Networking and troubleshooting hardware issues
Understanding of ITIL is desirable
Health care experience is desirable
Professional qualification such as CompTIA A+ Core is desirable

Candidates will need

Excellent written and verbal skills

Flexible, enthusiastic, and open to change
Have a positive attitude to customer problems and incidents in a high-pressured environment
Drive to deliver outstanding customer service
Willingness to learn and develop new skills, keen to keep abreast of technology developments.
Self-motivated and able to work to deadlines
Ownership and follow up skills
Curious and a good problem solver

Other requirements

• The role holder will be required to be based on-site, at the West End offices, Monday to Friday, five days a week, there is no working from home
• There is a requirement to participate in an on-call rota following training.
• Overtime and weekend working may be required ad hoc